Portfolio | Lahar Gursahani

PRODUCT & TECHNOLOGY

Security & Identity Access Governance

Replace inconsistent access models with a robust Role-Based Access Control (RBAC) structure for internal identity and privileged access organization-wide.

Security & Identity Access Governance

Replace inconsistent access models with a robust Role-Based Access Control (RBAC) structure for internal identity and privileged access organization-wide.

The Challenge

Replace inconsistent access models with a robust Role-Based Access Control (RBAC) structure for internal identity and privileged access organization-wide.

Strategy & Solution

Mapped RBAC entitlements across business units. Partnered with cybersecurity/GRC teams to conduct STRAs and PIAs. Configured controls in Microsoft Entra ID and Azure PIM.

Measurable Impact

Defined privileged access policies and role-to-permission mappings.
Operationalized standardized Just-in-Time (JIT) onboarding workflows in ServiceNow.
Translated audit findings and security maturity principles into actionable technical improvements.

PRODUCT & TECHNOLOGY

EV Incentive Claims Portal

Build a portal for Manitobans to submit electric vehicle (EV) incentive claims post-purchase, streamlining Vehicle Registration and Finance approvals.

EV Incentive Claims Portal

Build a portal for Manitobans to submit electric vehicle (EV) incentive claims post-purchase, streamlining Vehicle Registration and Finance approvals.

The Challenge

Build a portal for Manitobans to submit electric vehicle (EV) incentive claims post-purchase, streamlining Vehicle Registration and Finance approvals.

Strategy & Solution

Defined and optimized end-to-end workflows for claim validation and approvals. Integrated forms in WordPress and AEM with Power BI tracking dashboards.

Measurable Impact

Gathered specifications, process maps, and designed digitized claim data flows.
Translated business needs into user stories for WordPress and AEM configurations.
Led UAT campaigns and ensured compliance with government policy and financial controls.

PRODUCT & TECHNOLOGY

Cloud CCaaS Migration

Migrate MPI's legacy on-premise contact center to cloud-based Contact Center as a Service (CCaaS) across multiple lines of business.

Cloud CCaaS Migration

Migrate MPI's legacy on-premise contact center to cloud-based Contact Center as a Service (CCaaS) across multiple lines of business.

The Challenge

Migrate MPI's legacy on-premise contact center to cloud-based Contact Center as a Service (CCaaS) across multiple lines of business.

Strategy & Solution

Served as primary vendor management contact. Elicited and documented functional requirements, producing BRDs, configuration playbooks, and call flows across 22 lines of business.

Measurable Impact

Defined call flows, voice biometrics, secure credit card payments, and voice signatures.
Developed and executed transactional/master data migration strategies in coordination with vendors.
Collaborated with change management using ADKAR framework to ensure smooth user adoption.

PRODUCT & TECHNOLOGY

ServiceNow ITSM Implementation

Lead elicitation, documentation, and prioritization of requirements for ServiceNow ITSM to replace MPI's legacy BMC Remedy system without disruption.

ServiceNow ITSM Implementation

Lead elicitation, documentation, and prioritization of requirements for ServiceNow ITSM to replace MPI's legacy BMC Remedy system without disruption.

The Challenge

Lead elicitation, documentation, and prioritization of requirements for ServiceNow ITSM to replace MPI's legacy BMC Remedy system without disruption.

Strategy & Solution

Defined and optimized process models for Incident, Change, Problem, Knowledge, Asset, and Service Catalog Management. Aligned implementation with ITIL standards.

Measurable Impact

Translated technical and business needs into user stories and acceptance criteria.
Partnered with architects to ensure CMDB data consistency and API-based integrations.
Directed UAT strategy, test cases design, defect triage, and stakeholder sign-off.